Barclays’ Internal and External Customers :: Business Management Studies

Barclays Internal and External CustomersBarclays offers a wide range of services to both intimate and externalcustomers. Internal customers are part of staff/colleagues that workin an organisation. Examples of inbred customers in Barclaysinclude Small Business Managers, Customer Relations Team, telephoneoperators, Financial Planning Managers, Customer helping staff,Counter staff, Accountants, Consumer Relations Team, and RelationshipManagers. External customers are the majority of individuals who livesin the local areas. Examples of external customers of Barclaysinclude disabled people, elderly, foreign people, parents, couples,widows, divorcees and students (from schools, colleges, anduniversities).Internal customersBarclays has number of internal customers who works for them, and alsodoes banking with them. About 5% of accounts belong to Barclaysstaff. It is very important for Barclays to have internal customersbecause, without them, the financial organisation will havedifficu lties to meet the ask of external customers. For example, ifyou image the organisation as an iceberg, only 1/10th is above thewater (the external customer), but 9/10th is hidden on a lower floor the water(internal customers) which, is supporting external customers. Thisgood example of importance of internal customers was extracted fromthe following websitewww.citysun.ac.uk/newonline/customercare/task1/intro.htm. So, if youremove the bottom half of the iceberg (internal customers), top halfof the iceberg (the external customer) will sink- in the other words,the whole organisation will come to an end. It is important forBarclays to dainty their internal customers in the same way, as theytreat their external customers.The advantages of having internal customers to employees* Better working conditions* Better job satisfaction* Less stress* Having the feel good factor* Being part of a good working teamThe advantages of having internal customers to the organisation* Less waste and stop pages* Improved communications* A happier workforce* Fewer problems* Increased customer homage* Better service to external customersThe advantages of having internal customers to the external customers* A higher, sustained level of service* Faster responses times* Knows that the organisation caresAs a result, internal customer care is based on good manners, knowingwhere your job fits in, working efficiently with colleagues, workingas a member of a team, and respecting colleagues needfully and rights.Organisations, such as Barclays believe that, there are three kinds ofattitudes and behaviours towards colleagues that would be essentialfor quality internal customer care1. Caring for colleagues- this would include reservation individuals feel good- this will help them to work better, they would become more cooperative, responding reasonably to their needs, and accepting a sense of shared responsibility2. Cooperating with colleagues- this would include can suck things